Dear Mr. [redacted], I would like to thank you for taking the time to write the Revdex.com about your recent experience with Cruise America and the situations you mentioned regarding your rental from our [redacted] location. We know that thorough, accurate, friendly and professional service is essential....
Your comments are appreciated since this is one of the best ways we have of knowing which areas need additional attention.Concerning the interior issues you encountered, I understand that vehicle service issues during your vacation can be quite frustrating and warrants our attention and consideration. I regret that we were not able to resolve your concerns to your satisfaction while on rent. Although I cannot go back in time to correct the problems you encountered, I can say with the utmost confidence that the problems that you experienced are the exception and not the rule with Cruise America.After a full review of the contract and the situations surrounding your rental I have advised our Accounting Department to issue a refund of all generator usage ($91.00) and 1 day of the daily rate ($149.00). A total of $259.20 has been refunded to the Visa card used at the time of pickup. Additionally I would like to offer a gift certificate in the amount of $200.00 that is applicable towards a future rental. However should Ms. Johnston be unable to utilize the certificate it is fully transferable to another party of her choice. Please again accept my apologies for the poor impression you have received of Cruise America. We do hope that you will provide us another opportunity to serve you in the future. Sincerely, [redacted]Customer Relations Manager
Ms. [redacted],Thank you for your contact the the Revdex.com. I am sorry to hear of the experience you had with Cruise America on your recent rental. Through the initial review on the matter I found that your party advised our Travelers Assistance Department that you sought out your own tire service and...
possible paid out of pocket for the repair. If you could please supply the receipt for the service I will be happy to review it for consideration of refund. Once received and a full and comprehensive review is complete I will respond in full. Sincerely, Aiden B[redacted]Customer Relations Manager
Thank you for contacting the Revdex.com regarding this matter. As Cruise America has made multiple points of contact with you previously we will continue this response from the most recent e-mail that was received on April 6th, 2015 by Customer Relations.Reference was made in your e-mail...
that our Travelers Assistance team was rude and played games with offering service for resolving the issues with the vehicle, only to rescind the offer when it was accepted. However, through the records and recorded calls a total of 6 un-returned voicemails were left by our Travelers Assistance team in the effort to resolve the vehicle issues that were reported. This included multiple follow up calls after each e-mail was received. Unfortunately our Agents in Travelers Assistance were not contacted back and provided the opportunity to set up a service location to repair any shortcomings that you reported with the vehicle.However on 3/10/2015 (Tuesday) at 9:56am (Arizona time) when an agent was able to have contact with your party the offer to locate service by our Travelers Assistance Agent was declined. As previously advised services after hours are almost nonexistent. Regular repair shops hold standard business hours of approximately 8am to 5 pm. Unfortunately Cruise Americas Travelers Assistance Agents are at the mercy of the service location hours. Concerning the reference of the Travelers Assistance Agents insisting on specific locations for repairs I must politely disagree. Through every review that has been done the only location that would have been a requirement was a Cruise America location in order to add the towing package and unlock the hitch pin for your usage. Other than the requirement of that our Travelers Assistance Agents made two separate offers to locate service along your route to resolve any issues. As stated multiple reviews of this file has been completed and Cruise America has determined that the Travelers Assistance agents attempted to assist you to the best of their ability. We must again decline compensation on this matter citing the previously mentioned Additional Terms and Conditions Section 9 (c) “Lessor assumes no responsibility for any expenses incurred by reason of a breakdown of the Vehicle, whether or not causing a delay en route, including, but not limited to, subsistence, accommodation, and cellular phone expenses. Lessor's maximum liability shall be for refund of daily time rental charges as a result of mechanical breakdown which results in loss of use of the Vehicle. Radio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdowns. Vehicle exchanges may only be considered in the event of a mechanical breakdown. Lessor assumes no responsibility for Your delays as a result of Your decision to wait for third party Vehicle repairs or exchanges, in regard to non-mechanical breakdown repairs, as defined herein."I would also like to add another provision in the Additional Terms and Conditions Section 13: “: “Necessary and reasonable expenses for transportation and lodging only are covered in the event of a mechanical breakdown requiring the Vehicle to be in repair for more than 12 hours. Radio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdowns. Incurred expenses to a maximum of $30.00 per person per day for lodging and other expenses (to the maximum capacity set on Page A) and $30.00 per group per day for transportation will be reimbursed subject to a limit of $3,000.00 per tour. The provisions of this paragraph are not valid in case of a collision or accident. You must present all receipts for refund of expenses.” However as previously stated you experience no mechanical breakdown as outlined in the contract that was agreed to at the time of pickup.However as Cruise America does understand that the trip as planned was not what you had expected we have offered a gift certificate towards a future rental in the amount of $200.00 as a gesture of good will. This is standard practice in the travel industry when an unpleasant travel experience occurs. However as we do understand that you do not wish to utilize the certificate it is fully transferrable to another party of your choosing. This meaning that you may give away or sell the certificate to any party you choose should you wish to not utilize it. Sincerely, [redacted]Customer Relations ManagerF: ###-###-####
Dear Ms. [redacted],Thank you for contacting the Revdex.com. While I do sincerely regret that you remain unsatisfied it appears we are at an impasse as our opinions regarding your rental and request for compensation differ significantly. As a note with regards to compensation for the cleanliness of the...
vehicle and the location behavior please review section your additional terms and conditions section 9(c): "Lessor assumes no responsibility for any expenses incurred by reason of a breakdown of the Vehicle, whether or not causing a delay en route, including, but not limited to, subsistence, accommodation, and cellular phone expenses. Lessor's maximum liability shall be for refund of daily time rental charges as a result of mechanical breakdown which results in loss of use of the Vehicle. Radio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdowns. Vehicle exchanges may only be considered in the event of a mechanical breakdown. Lessor assumes no responsibility for Your delays as a result of Your decision to wait for third party Vehicle repairs or exchanges, in regard to non-mechanical breakdown repairs, as defined herein." You experienced no breakdown as defined by the contract.Please bear in mind that other than receiving a vehicle that was ill-prepared at worse, you were able to drive 1,119 miles over your 6 day rental. Your letter contends that Cruise America rented you a substandard vehicle, and Cruise America has not acted reasonably in its dealing and negotiations with you over your rental. We believe that we have acted more than reasonably in trying to resolve this matter. Summarily without any contractual or financial obligation as a courtesy you have been provided with a gift certificate towards a future rental. As previously stated and re iterated in your submission to the Revdex.com you have been advised that this resolution is commonly found in the travel industry. Cruise America feels that the record clearly shows that we have not only met but we have exceeded our financial and contractual obligations.Sincerely, [redacted]Customer Relations
Dear Ms. [redacted], Thank you for your response. However as directed on previous occasions all communication must be completed through your merchant bank. Sincerely, [redacted]Customer Relations Manager
Ms. [redacted], In order to properly reply to your claim I exceeded the allowed character count as permitted by the Revdex.com system. As such I have attached a copy of the intended response. Best Regards, Aiden B[redacted]Customer Relations Manager
Dear Mr. [redacted], Thank you for contacting the Revdex.com about your experience with Cruise America thus far. I can assure you that a copy of your e-mail that was submitted to our Customer Relations Department this morning has been forwarded to the proper management for review. Unfortunately as the...
reservation is still active this is a situation that must be handled with Cruise America Reservations Department directly. I do understand that thus far you have not experienced the level of customer service that is excepted as well as the results. Unfortunately as stated the Reservation is still active and must be addressed by the Reservation Department. At this time Customer Relations/Revdex.com is unable to resolve this matter. Please again accept my apologies for any inconvenience. The Reservation Team can be contacted at [redacted]. Again I strongly recommend to contact them directly to resolve this situation. Sincerely, [redacted]Customer Relations Manager
By way of introductions my name is [redacted] and I am the Manager for the Customer Relations Department. I want to thank you for taking your time to contact my department about your recent experience with Cruise America and our Kissimmee location. At the time of booking a reservation a...
$300.00 deposit it taken to hold the RV out of the total $500.00 refundable deposit. Upon pick up there is an additional $200.00 collected to equal the total $500.00. That was not including your rental rate which leads to the total $600.00 of which once the vehicle is returned in the same condition it was rented the $500.00 is returned. I do apologize for any misunderstanding and would like to advise you that on September 9, 2017 we refunded your $300.00 deposit. This refund was applied to Master card ending in 7548. I do apologize for any misunderstanding that took place and hope you are able to travel with us in the future. Kindest Regards, [redacted] Customer Relations Manager Cruise America/Cruise Canada RV Rental & Sales 11 West Hampton Avenue Mesa, AZ 85210 www.cruiseamerica.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] Even though I don't think that the compensation offered is appropriate for the level of danger Cruise America RV Rental put my family into I will accept it, since I don't want to deal with this company anymore and don't want to be reminded of this horrible Vacation experience anymore. I truly hope that CA RV Rental will change their vehicle maintenance procedures so that they can eventually provide safe RVs to their customers in the future and no customer has to go through the same nightmare-like experience as we did. I will wait until for the business to perform this action and, if it does, will consider this complaint [email protected]: Thank you for this great service - I believe that without Revdex.com Cruise America would have kept on ignoring my complaint. Attached the signed Waiver from Cruise America.
Regards,
[redacted]
Mr. [redacted], I was notified today that you have submitted a charge back with your merchant bank. Due to the complicated nature of charge backs I am unable to issue further comment on the matters and must advised that further communication must be completed through your merchant bank. Sincerely, Aiden B[redacted]Customer Relations Manager
I want a call from customer service. I have left 3 message for...
a call back. at this time my Credit card has reviewed my call logs and determined that cruise america did not provided the starndard of service for discover custiner and is reversing all charges. i suggest you contact the last renter and ask them how much generator time they used. because the genertor never worked I called in the first day of the rental and everyday there after. i was also advised the the generator was part of the rental I asked 3 times in the first 2 phone calls. also how was the passangers to stay cool while driving since the AC did not work on the invertor. i have also called in monday tuesday and wendseday they have taken my name and number and said a customer service rep would call me back when they had time and I cant talk with amanager please call me [redacted]
Dear Ms. [redacted], Thank you for your reply. I have fully reviewed your response and I am sorry to hear that you are not satisfied with our response. However while doing a charge back with your merchant bank if well within your right as a consumer the charge back process is complicated. We will abide by your chosen action but must also advise that due to the complicated nature of charge backs we are no longer able to negotiate with you directly on this matter. If this remains your chosen course of action please make all requests through your merchant bank. While you may not be in agreement with our position I do trust that you understand the necessity of this letter and our stance on the matter. Sincerely, [redacted]Customer Relations Manager
Ms. [redacted],I would like to thank you for your reply. I do understand the reasons for which you are not happy with the compensation that has been provided and are seeking more. However a full review was completed on the matter and Cruise America feels that the compensation issued is adequate for the matter at hand. I do apologize but I must politely decline your request for further compensation on the matter. The refund offered of 50% off the rental rate is what is being offered which is strictly what was payed for the use of the unit. The offer you requested included your mileage, your extra kits you ordered, fees for dumping etc. Our offer stands. I would also like to verify that the unit that is in question has had the necessary repairs to ensure customer satisfaction. To start the process of the refund I must politely request that you sign the release form. Kindest Regards,
Dear Ms. [redacted], Thank you for your reply. After a secondary review it was found that the initial offer of the $300.00 gift certificate is satisfactory. As a note to the questions of maintenance of the vehicle our records indicate that all proper maintenance steps were taken to ensure that the vehicle was fully operational. Each time the vehicle returns and is rented the vehicle is inspected to ensure that all components are operating properly. These steps were taken on your rental, as you indicate in your correspondence everything was operating properly at the time of pickup. Unfortunately while traveling situations do occur that are out of your control as well as ours. Cruise America does it's best to assist you and ensure that you are back to your vacation as soon as possible. As stated this includes getting at minimum a diagnosis on the vehicle and with regards to after hours services our Travelers Assistance service is limited to towing services and tire services. Our team ensures that you are in a safe location for the night until they can locate the proper service to ensure we are getting you back to your vacation as soon as possible. While I understand that you do not agree with how our Travelers Assistance limitations/options after hours I can only apologize. Our team offered assistance that was available and this was declined. Again while I do understand that you do not agree with the findings and offered resolution to this matter I must decline compensation for this matter. We have issued a gift certificate in the amount of $300.00 as a gesture of good will. Should you not wish to utilize the certificate it is fully transferable to another party of your choosing. Sincerely, [redacted]Customer Relations Manager
Ms. C[redacted], I have worked directly with the Global Manager for the Reservations Department regarding the situation and after review and discussion on the matter it was found that you were correct about the language on the website regarding the travel agent discount. We are currently in the...
process of working to update the website to reflect the correct information and to remove any ambiguity. I do sincerely apologize for the inconvenience and frustration this has caused. I also want to assure you that our Reservation Agent [redacted] has been re-trained on the Travel Agent policy to ensure that no further miscommunication occurs with any other Travel Agents. Concerning your comments on [redacted] behavior this has also been addressed. Further coaching and monitoring are being set in place to ensure that she is providing the proper customer service in line with Cruise America standards. Unfortunately during the discussion regarding this matter the reservation was cancelled and the deposit was refunded in full (see attached). I am unable to speak to a reason why this occurred however; I have ensured that the reservation was re-opened under the same reservation number ([redacted] and that it does hold the original rate for your reservation and now includes the 20% Travel Agent Discount. Unfortunately due to the closing and refund of the reservation a new deposit will need to be placed. Should you wish to keep the reservation please contact our Reservations Department Agent Ray C[redacted] directly at ###-###-####. For your convenience he is available on the following dates and times: June 27th-8:30am-5pm; June 28th-1:30pm-10pm; July 1st-12:30pm-9pm; July 2nd-11:30am-7:30pm. Should you not wish to keep the reservation please let me know and I will ensure that it is closed. Again please accept my sincerest apologies for the issues that have occurred with the situation. Sincerely, Aiden B[redacted] Customer Relations Manager
Dear Ms. [redacted], By way of introductions my name is [redacted] and I am the Manager for the Customer Relations Department and I have assigned myself to your file through this process. I want to thank you for taking your time to contact us about your recent experience with Cruise...
America and more specifically your rental from our Federal Heights location. We know that thorough, friendly, and professional service is essential.I would like to address the issues with the interior systems of the vehicle that you encountered. We do understand that taking time out of your vacation to repair a rental vehicle is not expected and can be very frustrating. It is understandable that you did not want to interrupt your precious vacation time. I am sorry to see that our Travelers Assistance team was not provided the opportunity to assist you in possible troubleshooting to help alleviate some of the issues encountered. However I would like to assure you that we do take your comments about the deficiencies of the vehicle seriously.Concerning your comments about the apathetic behavior of our Federal Heights staff and Management; I want to express my deepest apologies. As stated in the opening portion of this e-mail Cruise America knows that proper service is essential. The experience that you encountered with our personnel is frankly inexcusable. A copy of your comments has been forwarded to the proper management team for review and internal handling to avoid such situations in the future. The year of the vehicles that Cruise America rents they can range currently from 2009 to 2016 model years. The Cruise America website is correct that we do purchase new vehicles each year. These vehicles are added to our fleet as we refurbish and sell the older model years. Cruise America makes no guarantee the year of the vehicle that will be provided to any customer. I can only apologize for any misunderstanding. Concerning the tire situation that occurred while you were traveling I can only apologize for this experience. I can assure you that Cruise America has policies in place to ensure that the vehicles are properly evaluated before they are sent out for rental. While I cannot comment as to the ultimate cause of failure of the tire on the vehicle I can assure you that we take a situation such as this seriously. As stated above your comments have been forwarded for review and internal action to ensure that such a situation does not occur in the future. As a note to the reference of services our Travelers Assistance team is limited as to the services available in the areas you are traveling. While Travelers Assistance is available to speak with you 24 hours a day they are limited to the services that are already in place in that area. They do their best to locate service either at a Cruise America facility or a 3rd party service location. However there are times where the location you are traveling is so remote that services are very hard to find. I can assure you that this is as frustrating to the agents of Travelers Assistance as it is to you when services cannot be located in your area.With regards to the damage charge I have completed a full review and have found that the location did charge the damage for the tire incorrectly. However the damage charge also included damage that occurred to the front bumper of the vehicle that was unrelated to the tire incident. I have checked multiple previous contracts for possible previous damage and there is no damage indicated on the front bumper of the vehicle. Due to this damage a portion of the damage charge does stand. A total of this damage is $643.38 (plus taxes). A total of $287.45 has been refunded to [redacted] card ending in [redacted] for this damage cost difference. A copy of the repair order is attached here along with a copy of the photo of the bumper damage for your reference. However we do understand that your trip was not exactly as expected I would like to offer a refund of 2 days of the daily rate ($338.00 + taxes) . In accordance with Cruise America policies I must politely request that if you would like to accept this offer to please sign and return the attached form at your earliest convenience.Sincerely, [redacted] Customer Relations Manager
Dear Mr. [redacted], I would like to thank you for taking the time to write the Revdex.com about your recent experience with Cruise America and the situations you mentioned regarding your rental from our [redacted] location. We know that thorough, accurate, friendly and professional service is essential....
Your comments are appreciated since this is one of the best ways we have of knowing which areas need additional attention.Concerning the interior issues you encountered, I understand that vehicle service issues during your vacation can be quite frustrating and warrants our attention and consideration. I regret that we were not able to resolve your concerns to your satisfaction while on rent. Although I cannot go back in time to correct the problems you encountered, I can say with the utmost confidence that the problems that you experienced are the exception and not the rule with Cruise America.After a full review of the contract and the situations surrounding your rental I have advised our Accounting Department to issue a refund of all generator usage ($91.00) and 1 day of the daily rate ($149.00). A total of $259.20 has been refunded to the Visa card used at the time of pickup. Additionally I would like to offer a gift certificate in the amount of $200.00 that is applicable towards a future rental. However should Ms. Johnston be unable to utilize the certificate it is fully transferable to another party of her choice. Please again accept my apologies for the poor impression you have received of Cruise America. We do hope that you will provide us another opportunity to serve you in the future. Sincerely, [redacted]Customer Relations Manager
Ms. [redacted],Thank you for your contact the the Revdex.com. I am sorry to hear of the experience you had with Cruise America on your recent rental. Through the initial review on the matter I found that your party advised our Travelers Assistance Department that you sought out your own tire service and...
possible paid out of pocket for the repair. If you could please supply the receipt for the service I will be happy to review it for consideration of refund. Once received and a full and comprehensive review is complete I will respond in full. Sincerely, Aiden B[redacted]Customer Relations Manager
Thank you for contacting the Revdex.com regarding this matter. As Cruise America has made multiple points of contact with you previously we will continue this response from the most recent e-mail that was received on April 6th, 2015 by Customer Relations.Reference was made in your e-mail...
that our Travelers Assistance team was rude and played games with offering service for resolving the issues with the vehicle, only to rescind the offer when it was accepted. However, through the records and recorded calls a total of 6 un-returned voicemails were left by our Travelers Assistance team in the effort to resolve the vehicle issues that were reported. This included multiple follow up calls after each e-mail was received. Unfortunately our Agents in Travelers Assistance were not contacted back and provided the opportunity to set up a service location to repair any shortcomings that you reported with the vehicle.However on 3/10/2015 (Tuesday) at 9:56am (Arizona time) when an agent was able to have contact with your party the offer to locate service by our Travelers Assistance Agent was declined. As previously advised services after hours are almost nonexistent. Regular repair shops hold standard business hours of approximately 8am to 5 pm. Unfortunately Cruise Americas Travelers Assistance Agents are at the mercy of the service location hours. Concerning the reference of the Travelers Assistance Agents insisting on specific locations for repairs I must politely disagree. Through every review that has been done the only location that would have been a requirement was a Cruise America location in order to add the towing package and unlock the hitch pin for your usage. Other than the requirement of that our Travelers Assistance Agents made two separate offers to locate service along your route to resolve any issues. As stated multiple reviews of this file has been completed and Cruise America has determined that the Travelers Assistance agents attempted to assist you to the best of their ability. We must again decline compensation on this matter citing the previously mentioned Additional Terms and Conditions Section 9 (c) “Lessor assumes no responsibility for any expenses incurred by reason of a breakdown of the Vehicle, whether or not causing a delay en route, including, but not limited to, subsistence, accommodation, and cellular phone expenses. Lessor's maximum liability shall be for refund of daily time rental charges as a result of mechanical breakdown which results in loss of use of the Vehicle. Radio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdowns. Vehicle exchanges may only be considered in the event of a mechanical breakdown. Lessor assumes no responsibility for Your delays as a result of Your decision to wait for third party Vehicle repairs or exchanges, in regard to non-mechanical breakdown repairs, as defined herein."I would also like to add another provision in the Additional Terms and Conditions Section 13: “: “Necessary and reasonable expenses for transportation and lodging only are covered in the event of a mechanical breakdown requiring the Vehicle to be in repair for more than 12 hours. Radio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdowns. Incurred expenses to a maximum of $30.00 per person per day for lodging and other expenses (to the maximum capacity set on Page A) and $30.00 per group per day for transportation will be reimbursed subject to a limit of $3,000.00 per tour. The provisions of this paragraph are not valid in case of a collision or accident. You must present all receipts for refund of expenses.” However as previously stated you experience no mechanical breakdown as outlined in the contract that was agreed to at the time of pickup.However as Cruise America does understand that the trip as planned was not what you had expected we have offered a gift certificate towards a future rental in the amount of $200.00 as a gesture of good will. This is standard practice in the travel industry when an unpleasant travel experience occurs. However as we do understand that you do not wish to utilize the certificate it is fully transferrable to another party of your choosing. This meaning that you may give away or sell the certificate to any party you choose should you wish to not utilize it. Sincerely, [redacted]Customer Relations ManagerF: ###-###-####
Dear Ms. [redacted],Thank you for contacting the Revdex.com. While I do sincerely regret that you remain unsatisfied it appears we are at an impasse as our opinions regarding your rental and request for compensation differ significantly. As a note with regards to compensation for the cleanliness of the...
vehicle and the location behavior please review section your additional terms and conditions section 9(c): "Lessor assumes no responsibility for any expenses incurred by reason of a breakdown of the Vehicle, whether or not causing a delay en route, including, but not limited to, subsistence, accommodation, and cellular phone expenses. Lessor's maximum liability shall be for refund of daily time rental charges as a result of mechanical breakdown which results in loss of use of the Vehicle. Radio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdowns. Vehicle exchanges may only be considered in the event of a mechanical breakdown. Lessor assumes no responsibility for Your delays as a result of Your decision to wait for third party Vehicle repairs or exchanges, in regard to non-mechanical breakdown repairs, as defined herein." You experienced no breakdown as defined by the contract.Please bear in mind that other than receiving a vehicle that was ill-prepared at worse, you were able to drive 1,119 miles over your 6 day rental. Your letter contends that Cruise America rented you a substandard vehicle, and Cruise America has not acted reasonably in its dealing and negotiations with you over your rental. We believe that we have acted more than reasonably in trying to resolve this matter. Summarily without any contractual or financial obligation as a courtesy you have been provided with a gift certificate towards a future rental. As previously stated and re iterated in your submission to the Revdex.com you have been advised that this resolution is commonly found in the travel industry. Cruise America feels that the record clearly shows that we have not only met but we have exceeded our financial and contractual obligations.Sincerely, [redacted]Customer Relations
Dear Ms. [redacted], Thank you for your response. However as directed on previous occasions all communication must be completed through your merchant bank. Sincerely, [redacted]Customer Relations Manager
Ms. [redacted], In order to properly reply to your claim I exceeded the allowed character count as permitted by the Revdex.com system. As such I have attached a copy of the intended response. Best Regards, Aiden B[redacted]Customer Relations Manager
Dear Mr. [redacted], Thank you for contacting the Revdex.com about your experience with Cruise America thus far. I can assure you that a copy of your e-mail that was submitted to our Customer Relations Department this morning has been forwarded to the proper management for review. Unfortunately as the...
reservation is still active this is a situation that must be handled with Cruise America Reservations Department directly. I do understand that thus far you have not experienced the level of customer service that is excepted as well as the results. Unfortunately as stated the Reservation is still active and must be addressed by the Reservation Department. At this time Customer Relations/Revdex.com is unable to resolve this matter. Please again accept my apologies for any inconvenience. The Reservation Team can be contacted at [redacted]. Again I strongly recommend to contact them directly to resolve this situation. Sincerely, [redacted]Customer Relations Manager
By way of introductions my name is [redacted] and I am the Manager for the Customer Relations Department. I want to thank you for taking your time to contact my department about your recent experience with Cruise America and our Kissimmee location. At the time of booking a reservation a...
$300.00 deposit it taken to hold the RV out of the total $500.00 refundable deposit. Upon pick up there is an additional $200.00 collected to equal the total $500.00. That was not including your rental rate which leads to the total $600.00 of which once the vehicle is returned in the same condition it was rented the $500.00 is returned. I do apologize for any misunderstanding and would like to advise you that on September 9, 2017 we refunded your $300.00 deposit. This refund was applied to Master card ending in 7548. I do apologize for any misunderstanding that took place and hope you are able to travel with us in the future. Kindest Regards, [redacted] Customer Relations Manager Cruise America/Cruise Canada RV Rental & Sales 11 West Hampton Avenue Mesa, AZ 85210 www.cruiseamerica.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] Even though I don't think that the compensation offered is appropriate for the level of danger Cruise America RV Rental put my family into I will accept it, since I don't want to deal with this company anymore and don't want to be reminded of this horrible Vacation experience anymore. I truly hope that CA RV Rental will change their vehicle maintenance procedures so that they can eventually provide safe RVs to their customers in the future and no customer has to go through the same nightmare-like experience as we did. I will wait until for the business to perform this action and, if it does, will consider this complaint [email protected]: Thank you for this great service - I believe that without Revdex.com Cruise America would have kept on ignoring my complaint. Attached the signed Waiver from Cruise America.
Regards,
[redacted]
Mr. [redacted], I was notified today that you have submitted a charge back with your merchant bank. Due to the complicated nature of charge backs I am unable to issue further comment on the matters and must advised that further communication must be completed through your merchant bank. Sincerely, Aiden B[redacted]Customer Relations Manager
I want a call from customer service. I have left 3 message for...
a call back. at this time my Credit card has reviewed my call logs and determined that cruise america did not provided the starndard of service for discover custiner and is reversing all charges. i suggest you contact the last renter and ask them how much generator time they used. because the genertor never worked I called in the first day of the rental and everyday there after. i was also advised the the generator was part of the rental I asked 3 times in the first 2 phone calls. also how was the passangers to stay cool while driving since the AC did not work on the invertor. i have also called in monday tuesday and wendseday they have taken my name and number and said a customer service rep would call me back when they had time and I cant talk with amanager please call me [redacted]
Dear Ms. [redacted], Thank you for your reply. I have fully reviewed your response and I am sorry to hear that you are not satisfied with our response. However while doing a charge back with your merchant bank if well within your right as a consumer the charge back process is complicated. We will abide by your chosen action but must also advise that due to the complicated nature of charge backs we are no longer able to negotiate with you directly on this matter. If this remains your chosen course of action please make all requests through your merchant bank. While you may not be in agreement with our position I do trust that you understand the necessity of this letter and our stance on the matter. Sincerely, [redacted]Customer Relations Manager
Ms. [redacted],I would like to thank you for your reply. I do understand the reasons for which you are not happy with the compensation that has been provided and are seeking more. However a full review was completed on the matter and Cruise America feels that the compensation issued is adequate for the matter at hand. I do apologize but I must politely decline your request for further compensation on the matter. The refund offered of 50% off the rental rate is what is being offered which is strictly what was payed for the use of the unit. The offer you requested included your mileage, your extra kits you ordered, fees for dumping etc. Our offer stands. I would also like to verify that the unit that is in question has had the necessary repairs to ensure customer satisfaction. To start the process of the refund I must politely request that you sign the release form. Kindest Regards,
Dear Ms. [redacted], Thank you for your reply. After a secondary review it was found that the initial offer of the $300.00 gift certificate is satisfactory. As a note to the questions of maintenance of the vehicle our records indicate that all proper maintenance steps were taken to ensure that the vehicle was fully operational. Each time the vehicle returns and is rented the vehicle is inspected to ensure that all components are operating properly. These steps were taken on your rental, as you indicate in your correspondence everything was operating properly at the time of pickup. Unfortunately while traveling situations do occur that are out of your control as well as ours. Cruise America does it's best to assist you and ensure that you are back to your vacation as soon as possible. As stated this includes getting at minimum a diagnosis on the vehicle and with regards to after hours services our Travelers Assistance service is limited to towing services and tire services. Our team ensures that you are in a safe location for the night until they can locate the proper service to ensure we are getting you back to your vacation as soon as possible. While I understand that you do not agree with how our Travelers Assistance limitations/options after hours I can only apologize. Our team offered assistance that was available and this was declined. Again while I do understand that you do not agree with the findings and offered resolution to this matter I must decline compensation for this matter. We have issued a gift certificate in the amount of $300.00 as a gesture of good will. Should you not wish to utilize the certificate it is fully transferable to another party of your choosing. Sincerely, [redacted]Customer Relations Manager
Ms. C[redacted], I have worked directly with the Global Manager for the Reservations Department regarding the situation and after review and discussion on the matter it was found that you were correct about the language on the website regarding the travel agent discount. We are currently in the...
process of working to update the website to reflect the correct information and to remove any ambiguity. I do sincerely apologize for the inconvenience and frustration this has caused. I also want to assure you that our Reservation Agent [redacted] has been re-trained on the Travel Agent policy to ensure that no further miscommunication occurs with any other Travel Agents. Concerning your comments on [redacted] behavior this has also been addressed. Further coaching and monitoring are being set in place to ensure that she is providing the proper customer service in line with Cruise America standards. Unfortunately during the discussion regarding this matter the reservation was cancelled and the deposit was refunded in full (see attached). I am unable to speak to a reason why this occurred however; I have ensured that the reservation was re-opened under the same reservation number ([redacted] and that it does hold the original rate for your reservation and now includes the 20% Travel Agent Discount. Unfortunately due to the closing and refund of the reservation a new deposit will need to be placed. Should you wish to keep the reservation please contact our Reservations Department Agent Ray C[redacted] directly at ###-###-####. For your convenience he is available on the following dates and times: June 27th-8:30am-5pm; June 28th-1:30pm-10pm; July 1st-12:30pm-9pm; July 2nd-11:30am-7:30pm. Should you not wish to keep the reservation please let me know and I will ensure that it is closed. Again please accept my sincerest apologies for the issues that have occurred with the situation. Sincerely, Aiden B[redacted] Customer Relations Manager
Dear Ms. [redacted], By way of introductions my name is [redacted] and I am the Manager for the Customer Relations Department and I have assigned myself to your file through this process. I want to thank you for taking your time to contact us about your recent experience with Cruise...
America and more specifically your rental from our Federal Heights location. We know that thorough, friendly, and professional service is essential.I would like to address the issues with the interior systems of the vehicle that you encountered. We do understand that taking time out of your vacation to repair a rental vehicle is not expected and can be very frustrating. It is understandable that you did not want to interrupt your precious vacation time. I am sorry to see that our Travelers Assistance team was not provided the opportunity to assist you in possible troubleshooting to help alleviate some of the issues encountered. However I would like to assure you that we do take your comments about the deficiencies of the vehicle seriously.Concerning your comments about the apathetic behavior of our Federal Heights staff and Management; I want to express my deepest apologies. As stated in the opening portion of this e-mail Cruise America knows that proper service is essential. The experience that you encountered with our personnel is frankly inexcusable. A copy of your comments has been forwarded to the proper management team for review and internal handling to avoid such situations in the future. The year of the vehicles that Cruise America rents they can range currently from 2009 to 2016 model years. The Cruise America website is correct that we do purchase new vehicles each year. These vehicles are added to our fleet as we refurbish and sell the older model years. Cruise America makes no guarantee the year of the vehicle that will be provided to any customer. I can only apologize for any misunderstanding. Concerning the tire situation that occurred while you were traveling I can only apologize for this experience. I can assure you that Cruise America has policies in place to ensure that the vehicles are properly evaluated before they are sent out for rental. While I cannot comment as to the ultimate cause of failure of the tire on the vehicle I can assure you that we take a situation such as this seriously. As stated above your comments have been forwarded for review and internal action to ensure that such a situation does not occur in the future. As a note to the reference of services our Travelers Assistance team is limited as to the services available in the areas you are traveling. While Travelers Assistance is available to speak with you 24 hours a day they are limited to the services that are already in place in that area. They do their best to locate service either at a Cruise America facility or a 3rd party service location. However there are times where the location you are traveling is so remote that services are very hard to find. I can assure you that this is as frustrating to the agents of Travelers Assistance as it is to you when services cannot be located in your area.With regards to the damage charge I have completed a full review and have found that the location did charge the damage for the tire incorrectly. However the damage charge also included damage that occurred to the front bumper of the vehicle that was unrelated to the tire incident. I have checked multiple previous contracts for possible previous damage and there is no damage indicated on the front bumper of the vehicle. Due to this damage a portion of the damage charge does stand. A total of this damage is $643.38 (plus taxes). A total of $287.45 has been refunded to [redacted] card ending in [redacted] for this damage cost difference. A copy of the repair order is attached here along with a copy of the photo of the bumper damage for your reference. However we do understand that your trip was not exactly as expected I would like to offer a refund of 2 days of the daily rate ($338.00 + taxes) . In accordance with Cruise America policies I must politely request that if you would like to accept this offer to please sign and return the attached form at your earliest convenience.Sincerely, [redacted] Customer Relations Manager